On May 11, 2011, Avaya announced they had deployed the 1,100th site for the Social Security Administration’s (SSA) Telephone Systems Replacement Project. This milestone indicates that they have now replaced more than two-thirds of the telephone systems in SSA offices with a converged voice and data network.
The Telephone Systems Replacement Project has processed over 100 million phone calls, which comes out to more than 375,000 calls a day. The number of daily phone calls is also increasing every week as more and more field offices are able to obtain and implement the IP technology.
The new data and voice networks include features like carrier class unified messaging and interactive voice response (IVR). They also use the Avaya Contact Center Manager Server, a powerful management solution which currently supports more than 36,000 field agents from a centralized location. They expect to support at least 55,000 field agents by early 2012.
The Telephone Systems Replacement Project is designed to streamline field office operations and provide a higher level of availability. The project will also improve response times and service levels and provide skill-based routing that can match an individual caller to the agent who can answer their question best. Other benefits include a more consistent ‘look’ to the voice and data network and a lower cost of ownership and operation.
When was the last time you evaluated the performance of your current business phone system? For most people, the answer is too long ago. Phone systems are one of the most overlooked tools in business, even though they’re also one of the most important in terms of employee productivity. more
For years, all kinds of businesses depended on Private Branch Exchange (PBX) phone systems to help facilitate direct, line-to-line communication. Over the course of the past decade, however, Voice over Internet Protocol (VoIP) technology quickly became the go-to resource for brands. more
While more businesses make the switch to VoIP every single day, there are also many that choose to stay with the system they are used to.The rationale is almost always the same. You don’t want to shake things up when what you are already using is working. more
Choosing a phone system for your business isn’t as easy as it looks. Most people learn this the hard way. You choose a new system, and everything seems fine. Until it isn’t. In hindsight the problems always seem obvious, yet countless businesses fall into the same traps every year. more
Q: When I call a customer, they see my VoIP phone number in their caller I.D....
Q: I'm a small business owner, and I need low-cost internet telephon...
5 Standard Features every business phone should have
This article provides a detailed checklist of business phone system features for...